Director of Customer Engineering, Tricentis NeoLoad

Tricentis is the global leader in enterprise continuous testing, widely credited for reinventing software testing for DevOps, cloud, and enterprise applications. The Tricentis AI-based, continuous testing platform provides a new and fundamentally different way to perform software testing. An approach that’s totally automated, fully codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality. 

Founded in 2007, Tricentis has been widely recognized as the leader in enterprise test automation by all major industry analysts, including Forrester, IDC, and Gartner’s Magic Quadrant five years in a row. Tricentis has more than 2,000 customers, including the largest brands in the world, such as McKesson, Accenture, Nationwide Insurance, Allianz, Telstra, Moët Hennessy-Louis Vuitton (LVMH PCIS), T-Mobile, Mercedes-Benz, Toyota, Dell, IHG, RBS, Cisco, and Vodafone. 

Tricentis has global offices throughout AMS / EMEA / APAC, including Austria, Australia, Belgium, Denmark, France, Germany, Hungary, India, Poland, Singapore, Sweden, Switzerland, The Netherlands, United Kingdom, and the USA. 

The Opportunity 

The Director of Customer Engineering (DCE) will be responsible for creating and actively driving strategic programs in the areas of Consumer Intelligence and Product Adoption. Working in conjunction with our product, sales, marketing, and partner teams. The DCE will develop and deliver field engagements to ensure that new customers attain maximum value from NeoLoad. The DCE must be able to develop processes that facilitate bi-directional feedback between consumers and Tricentis, advise and tailor performance engineering practices to improve product adoption, and deliver actionable programs back to the NeoLoad leadership team that improve these areas of work. Must be able to establish and maintain strong internal and external relationships that span business and technical requirements. 

• Advisement and Advocacy. Presenting to customers, partners, and at a conference near you. This includes hosting the Performance Advisory Council (PAC) conference. Share ideas and thoughts on social media. Think of it as being the performance advocate. 
• Collaboration with new and existing customers, walking with them through their performance journey and helping them achieve their desired outcome. 
• Collaboration with other Tricentis employees to continually develop their end-to-end messaging around performance engineering, and how it fits within the entire product portfolio of the company (qTest, Tosca, NeoLoad, LiveCompare, etc). 
• Sharing feedback, input, and ideas with the NeoLoad product team which help make the product better and keep adapting to the current and future needs of the end users. 

Responsibilities & Key Attributes 

• Consumer Intelligence 
   
  Work directly with customers and service partners on-site and virtually to translate complex elements of their business, organizational structure, and new requirements into actionable intelligence used product, sales, renewal, and technical marketing teams to drive customer adoption and success. This directly supports PM and sales goals, but also ensures technical credibility and objectivity in marketing and CSM. 

  • Meetings with strategic customers and prospects as technical advisor 
  • Create and maintain customer “power-user” / “advisory” group(s) 
    • Virtual and on-site events (i.e. public/private meetups) 
    • Performance Advisory Council (PAC), user conference 
  • Publish content on evolving industry insights, patterns, and practices 
    • Field and use case incorporation into product and dev mindset 
  • Provide subject-matter expertise to relevant analysts and PR firms 
  • Establish and maintain competitive intelligence specific to NeoLoad competitors 

• Product Adoption 

          Work with customers, partners, and Product Management team to drive            improvements to strategic product capabilities that accelerate and multiply consumer “time to value realization” and expansion of NeoLoad across enterprise accounts. Advocacy and evangelism directly supports both Sales and Customer Success Manager motions, but secondarily improves and increases Product Management and Marketing effectiveness. 

• Advise training programs driven by customer success and partner teams 
• Collaborate with Sales on the discovery and Proof-of-Concept processes 
• Develop and deliver enablement on emerging technologies and capabilities 
  • Tricentis technology partners and integrations; values and benefits 
  • Advise on 1st-time user experience models and roadmap  

Preferred Qualifications 

The ideal candidate must be self-motivated with a proven track record in product and/or project management, knowledge of technology, and cross-functional work with technology partners, sales, and marketing channels. Very important desire to learn and keep up to date his expertise. 

Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base. Must possess strong presentation skills and be able to communicate professionally in written responses to emails and when submitting reports. Organized and analytical, able to eliminate customer obstacles through creative and adaptive approaches. 

The ideal candidate must be experienced working with global teams where clear and timely communication is key. As part of a cross-functional job, the candidate should build effective relationships with others through positivity, empathy, and dedication to shared vision. A desire to learn and do should fuel the candidate’s ability to take suggestions, seek others’ perspectives, and adapt work plans and styles to meet the needs of colleagues to accomplish goals. The candidate must “lean forward”, working independently and collaboratively as necessary to bring positions, perspectives and programs to the table that are backed by evidence.   

Additional Requirements: 

• 10+ years in technical field of software development, QA, and operations  
• 3-5+ years relevant experience in vendor sales, marketing, and partner channels 
• Demonstrated ability to develop and improve customer relationships in person 
• Experience in performance engineering and load testing and/or monitoring a strong plus 
• A track record of success and program management expertise in a comparable role 
• Excellent written, verbal and presentation skills 
• Bachelor’s degree in Engineering, Computer Science, Information Systems, or equivalent work experience; Advanced degree and MBA preferred 

Why You’ll Love Working at Tricentis: 

• We’re passionate creators – of products, of experiences and of the future of software testing automation.  
• We offer great benefits like flexible working hours, 100% coverage of medical & dental premiums, and company paid volunteer days.  
• We live our values of Customer Success, Continuous Innovation, One Team, Empowerment, and Give Back. Team members truly want the best for each other and the company. People are happy to share their insights and lend help when needed.  
• Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice. We want to make the best; most innovative products and we need multiple perspectives to do that. That isn’t just lip-service; we update our processes if we find a way it can be more inclusive.  
• You will have the opportunity to make a real and meaningful impact for more than 1,800+ global customers with the best continuous testing platform in the world.    

• Flexible working hours (no core time)  
• Market competitive salary and annual performance-based bonus 
• 401(k) plan  
• 100% company paid medical (dependent on plan type) 
• 100% company paid dental, vision, life & disability coverage  
• Company paid holidays, PTO and volunteer days 

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran. Company paid holidays, PTO and volunteer days